Voice bot: How does it improve after-sales service in retail?

Have you ever felt trapped in a telephone maze, listening to endless waiting songs just to be transferred several times, repeating your request to each new attendant? After-sales experience can be a real headache for many people, even more in retail, a sector that deals, of course, with a large volume of demands. However, in a market where customer satisfaction is the main differential, it is urgent to invest in solutions that improve this service, ensuring the satisfaction and loyalty of more and more consumers & this is where voice bots stand out as excellent supporters.

After-sales is the golden moment to strengthen the relationship with the customer. After all, when a brand takes good care of its consumer after the purchase, it builds loyalty, becomes a reference and even increases the chance of being recommended to other people “boca a boca”. In the current competitive market, this care makes all the difference to keep the customer close, showing how much it is valued and that its relationship with the brand does not end in the transaction.

According to studies by Harvard Business School, as proof of this, an increase of only 5% in the customer retention rate can lead to a profit growth between 25% and 95%, depending on the sector. This is because loyal customers tend to spend and more often. But, how do voice bots get into this subject?

They have come to revolutionize after-sales with various functions in the palm of the retailers' hands: 24/7 service, which allows the agile resolution of usual doubts such as order status, exchange or return, at any time; instant feedback, listening to what the customer thinks of the experience and adjusting what is necessary; follow-up requests, scheduling repairs, exchanges or supports easily; and personalized service, recognizing the customer by name, checking their history and directing their journey in a very similar way as if they were a human.

With the expansion of artificial intelligence, these voice agents have become even more accurate and optimized, constantly improving their knowledge base to help each customer always in the best way, being much more active and receptive in solving these demands. And, what are the results of all these advantages? More satisfied consumers, loyal to the brand, and with much more chance to recommend it to others.

After all, even if there is a problem with their purchases, it is this positioning of the retailer to worry about helping them, with agility and quality, that will make all the difference to avoid greater frustrations and damage to the image. However, so that each shopkeeper can redefine their after-sales and enjoy all these benefits, it is clear that some care can not go unnoticed in this process of incorporating the tool.

First of all, understand, with maximum clarity, who your audience is, and what pains are usually more recurrent based on your products or services. Thus, in addition to programming the voice agent to solve these issues, you will also be able to enable the integration of this agent with other service channels, so that each customer continues the service in their preferred environment. Be sure to offer, here, the conversation with a human being, because many may still choose to talk to a professional to help them.

Personalize and train the bot whenever possible, so that it conducts the after-sales with more assertiveness. Keep the conversation light, natural and fast, thinking about the best customer experience so that they do not waste time on this resolution. Here, real-time data management is crucial, performing a curation that follows the results of these services aiming at continuous improvements that bring greater efficiency.

Make a first-class integration with your internal systems, ensuring a fluid journey instead of a robotic one, and adhering to the particularities of your business. And, undoubtedly, there is no way to put aside investment in information security, something essential today in relation to regulatory standards such as LGPD.

Voice bot is not just a technological tool, but a solution capable of turning frustration into satisfaction, and casual buyers into loyal customers NO longer have to wait in a service queue or wait for a return by email. For retail, it is a valuable piece to build lasting relationships based on trust and a fluid experience, from the first click to the last after-sales interaction.